Contact Center Customer Service Job Description
Contact center customer service
provides exceptional service to our employees and management team by handling telephone and written inquiries with regards to HR policies, programs and HR systems.
Contact Center Customer Service Duties & Responsibilities
To write an effective contact center customer service job description, begin by listing detailed duties, responsibilities and expectations. We have included contact center customer service job description templates that you can modify and use.
Sample responsibilities for this position include:
Lead department systems testing efforts for new systems, enhancements, or break fixes, generate scenarios/test scripts, report conclusions, document results
Oversee appropriate department use of rush codes, administrative hold, backorder cancellation and other Order Management tasks requiring higher levels of systems’ security
Easily navigate through multiple systems and websites
Respond to incoming calls involving questions, complaints, problems, in an efficient and professional manner
Demonstrate customer service skills by responding professionally and effectively to questions and issues
Direct Supervision of staff of 9, allocating and balancing workload, providing guidance on best practices
Create and Analyze reports and audits – system generated, customized, or ad hoc to research and resolve issues, spot trends or potential issues, and provide detailed information
Represent S&S to our multiple customer segments and sales channels, understanding and adjusting to the inherent differences in each
Track, analyze, and report trends to management
Develop process improvements to save resources, enhance revenues, improve customer service, remaining within Audit and other legal requirements
Contact Center Customer Service Qualifications
Qualifications for a job description may include education, certification, and experience.
Education for Contact Center Customer Service
Typically a job would require a certain level of education.
Employers hiring for the contact center customer service job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Graduate, Associates, Education, Business, General Education, Business/Administration, Performance, Communication, Business/Management, Computer
Skills for Contact Center Customer Service
Desired skills for contact center customer service include:
Applicable State and Federal banking regulations
Execute job duties accordingly
Systems
Operational functions
Policies and procedures of assigned area
Ability to learn systems to facilitate customer support
Our business and understand the functions of our various business areas
Along with HR policies and applicable regulations
Benefit programs
Benefits and related HR products and services
Desired experience for contact center customer service includes:
Interact with other departments with regard to work flow enhancement and problem resolution (Sales, CFS, Logistics, Warehouse, Supply Chain, and Client Services)
Responsible for responding to direct customer issues requiring escalation and crisis situations
Take appropriate actions to satisfy audit requirements and service to customers
Monitor, observe and react to queue and real-time reporting within the CM System
Close and open the call center system center during business hours for special or emergency situations
Review claims for accuracy, reasonability and signing approvals
Contact Center Customer Service Examples
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Contact Center Customer Service Job Description
Job Description Example
Our company is looking for a contact center customer service. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for contact center customer service
- Adjust planning to meet the needs of the business
- Create business impact reports, both ad hoc and planned, for key Contact Center business partners' enterprise wide
- Contribute as needed with other Contact Center tasks/projects that arise
- Real-time Customer Service Representative scheduling adherence and adjustment planning to meet the needs of the business
- Creating business impact reports both ad hoc and planned for key Contact Center business partners' enterprise wide
- Contributing as needed with other Contact Center tasks/projects that arise
- Understand the complete end-to-end business processes
- Deliver superior service while placing orders in a persuasive and knowledgeable fashion
- Interfaces with other service functions and business units
- Manages external and internal service compliance
Qualifications for contact center customer service
- Contact Center technologies from a vendor selection or business implementation point-of-view (Salesforce.com, Oracle, SAP, IVR/VRU
- Ability to adapt to a changing environment and willingness to learn new skills
- Product knowledge of assigned area
- College graduate with experience in customer service, preferably in a call center environment , and/or Financial Markets is a plus
- Strong desire to gain further understanding of the financial services and life insurance business
- Maintain a positive, problem-solving approach and spirit of cooperation in a team environment
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Contact Center Customer Service Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of contact center customer service. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for contact center customer service
- May work directly with Systems to design formats
- Respond positively to and expeditiously process all incoming telephone inquiries and orders
- Increase revenue by participating in up-sell and cross-sell promotions
- Adhere to SOP’s and departmental training guidelines
- Follow established service quality standards and meet established telephone order processing time standards (talk time, after call work, order accuracy )
- Utilize sales order entry system, catalogs, price lists and sales aids to provide accurate information to customers, including interpreting quotes and promotions and credit policies
- Maintain daily sales order log, reports, and other records
- Responding quickly and professionally to all customer inquiries, including pricing, availability, order status, shipping details
- Focus on improving Net Promoter Score (NPS) through coaching, guidance and identification/execution of operational improvement opportunities
- Full understanding of company products and how to support them
Qualifications for contact center customer service
- Successfully manage a heavy call volume and sedentary nature of job
- Must be available to begin work on August 15, 2016
- Mature, patient and pleasant personality
- Experience leading in a Customer Centric culture
- Strong operational orientation and competence
- Requires a minimum of 3 to 4 years of related customer service experience preferably with 1 to 2 years in an E-Commerce environment
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Contact Center Customer Service Job Description
Job Description Example
Our growing company is looking for a contact center customer service. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for contact center customer service
- Present customer complaint investigation facts and details to management for those complaints that may have a potential safety impact
- Provides effective leadership, coaching/support, motivation, recruitment and development of Leaders and staff
- Communicates effectively with teams located in multiple locations and with a number of diverse sponsors
- Oversight for the management of day-to-day operations of the department, including effective task delegation/load balancing, as required
- Delivers on service targets for both phone and non-phone activities through achieving key performance
- Develops and maintains collaborative relationships with business partners to effectively support sales, retention and product launches and enhancements
- Collaborates and works effectively with other operational leaders to deliver effective service to our members/sponsors/market sources
- Maintains sound product and service expertise
- Creates a culture of ownership and accountability for clients’ needs – delivering accurate information with professionalism
- Maintains and improves contact center operations by monitoring system performance
Qualifications for contact center customer service
- TWO YEARS MINIMUM of similar or related experience
- Experience in banking or financial institutions preferred
- Ability to handle the occasional challenging call and high call volume professionally
- Proven leadership skills in coaching, motivation, development, team building and mentoring, performance management
- Comfort in a fast-paced, high-volume, and ever-changing environment
- Ability to make decisions in complex situations in a very visible (ie customer facing) environment
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Contact Center Customer Service Job Description
Job Description Example
Our innovative and growing company is looking for a contact center customer service. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for contact center customer service
- Contacts Per Order
- Service Level and Abandonment Rates
- Resolution Rate and Re-open Rate
- Productivity per agent by channel
- Backlog level of contact tickets
- Development progression of management personnel through the quarterly review
- Consults with Supervisors and Sector Specialists regarding programs and services for the client
- Implements, updates, and maintains automated, direct connect and/or manual eligibility data
- May handle National Accounts or more complex accounts
- Reconciles accounts for non-standard requests
Qualifications for contact center customer service
- Demonstrate a working knowledge of MSWord and MSExcel software and a strong aptitude for PC and internet usage
- Ability to handle customer inquiries and complaints the ability to diffuse situations with a calm and methodical manner
- 5+ years in a pharmaceutical/vaccine headquarters or sales position
- Strong interpersonal and effective collaboration skills
- Ability to optimize operations and champion change
- Ability to translate strategy into actionable process
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Contact Center Customer Service Job Description
Job Description Example
Our growing company is hiring for a contact center customer service. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for contact center customer service
- Ensures customer data is installed accurately and timely
- Analyzes formats that are customized directly by the client
- Provides recommendations to decrease errors
- Acts as a resource to others on non-routine work
- May be involved in new account installations
- Respond to all incoming alarm signals in our automation software according to documented procedures
- Must be able to read from script
- The Customer Service Representative (CSR) will answer inbound calls from Texas Medicaid/Medicare members, Providers, and external vendors with a willingness to help and care for the health of our members
- The CSR will answer questions pertaining to benefit information, claim status, medical authorizations, health plan documents, appeals and complaints process and product information
- There is minimal scripting to assist in the flow of the calls so the CSR is expected to use critical thinking, customer service skills, and research to resolve the issue in one call
Qualifications for contact center customer service
- Detailed understanding of regulatory environment and compliance
- Strategic thinking and execution excellence
- Experience working in a Pharmaceutical/Vaccine Customer Contact Center
- Post Training Support is between 2 to 4 weeks in length
- Weekly debrief sessions to discuss what you learned that week
- More than 5 years of experiences in management preferably within customer service function